Business Profile

Computer Software Developers

Microsoft

Headquarters

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Complaints

This profile includes complaints for Microsoft's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

5,274 total complaints in the last 3 years.
2,071 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:09/02/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have filed a complaint against Microsoft recently, but they have done nothing whatsoever to resolve my issue I continue to have with them! On July 1st, 2022, they charged me for their 365 software, I told them I did not want to renew this software, as I did not use it at all often enough to warrant renewing it, they charged anyway and have refused to refund my money, which I need refunded immediately, as I need this money, I am living on a very fixed income and this $100 plus amount would come in very handy for items I need, not some BS software that I do not use!
Business Response
Date: 09/08/2022
Hello *************************
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Microsoft Office Subscription charge and refund request. A senior member of our Microsoft Team will start an investigation related to this matter and contact you directly. Your new Service request is 7007531280
Sincerely,
Microsoft Corporation.
Initial Complaint
Date:09/02/2022
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My mircrosoft Word and Excel expiring and going to lock me out of my documents. I began the process to renew the service on 8/09/2022. I paid ***** out of my debt card which has been paid to microsoft store ***** 425-6816830WA6346 on 08/09/2022. My software tells me that I need a product key code to update the system. Microsoft did not provide me one and I have made numerous attempt to get one but Microsoft has not giving me one as of today and I receive no help from them in obtaining one. They took my money and My Word and Excel documents are locked.
Business Response
Date: 09/07/2022
Dear *******************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. We have contacted a senior member of our technical support to investigate this matter and work with you directly toward a resolution. Your new case number is SR ************************ will monitor your support case through resolution.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 09/07/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me to solve the problem if it is resolved as I requested.

Sincerely,

*******************
Initial Complaint
Date:09/02/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I own a Microsoft Surface laptop that I purchased from the Microsoft Store around 2018. Last year around this time I reached out to Microsoft because my laptop has a swollen battery and is no longer safe to use. Microsoft told me that they are unable to help me, they will not replace the battery, and I could purchase a replacement if I liked. I contacted Microsoft a few times in order to try and have this safety issue resolved, however they were uncooperative and refused to service my machine. I have done some research into this problem and it appears to be a common issue with the Microsoft surface laptop. The battery has swelled so much on my unit that the enclosure is actually separating and has loosened the adhesive. I am unable to try and fix the laptop on my own because of the way it is manufactured, so I am essentially left with a $1000+ dollar paper weight. There are many forums on the internet, including on Microsofts own website where consumers voice their concern over the same issue that I have encountered. A swollen battery is extremely dangerous, and I have been advised by MANY to stop using the computer immediately however I require my computer for work. I was advised that Microsoft may be willing to help me if I file a complaint with the BBB, and had I known of this platform previously I would have filed a complaint a long time ago. Selling consumers a defective and DANGEROUS device, manufacturing that device so that consumers are unable to repair it, and denying the consumer a free repair on said defected device is extremely immoral and unacceptable. I believe Microsoft should be responsible for repairing or replacing my device as it is defective and absolutely dangerous. I have included pictures which clearly show the enclosure of my computer separating due to the expanded battery inside, as well as the lid that can no longer completely close because of the defect.
Business Response
Date: 09/09/2022
Dear *********************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Surface replacement. A senior member of our **************** and Support Team will investigate this matter and contact you directly to work toward a resolution. Your new case number is 7007576112.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 09/10/2022

Complaint: 17900565

I am rejecting this response because:

Microsoft has reached out to me independently, and has not offered a suitable resolution for my problem. Instead of addressing the publicly known issue of battery degradation amongst Microsoft Surface products, I was told that the issue is not specific to the Surface and that I MIGHT be able to receive a replacement if I pay for one (even then I was not guaranteed a solution). I found this response insulting because if I was not an informed consumer I would feel helpless in this situation. Fortunately I am an informed consumer and have found through my research that the Microsoft Surface line of products are more prone to battery degradation and failure in comparison to other products. I am completely aware that swollen batteries are an issue that could POTENTIALLY happen to ANY electronic device with a lithium ion battery, however it is evident that this a PARTICULARLY COMMON ISSUE FOR SURFACE PRODUCTS with batteries failing much more quickly then the average lithium ion. I have attached a PDF containing the email I was sent by Microsoft, and I have also attached a few articles and forum posts which discuss swollen batteries being a particularly common issue amongst Surface products. People have claimed that Microsoft has replaced their defective machine OOW (Out of Warranty) at NO cost. I would like Microsoft to do the same for me, as this is clearly a common an DANGEROUS factory defect. I have reached out multiple times before involving the BBB but Microsoft has refused to help me, refused accountability, and attempted to misinform me. Surely when journalists are doing research and writing articles about an issue like this there must be a problem, however Microsoft has continued to deny this issue and continues to put their customers in danger. Please see a few links below where the same issue I am having is discussed.

https://www.engineering.com/story/the-microsoft-surface-swollen-battery-problem
https://www.ifixit.com/News/32723/got-a-surface-book-or-surface-pro-4-watch-out-for-screen-bulging-batteries
https://answers.microsoft.com/en-us/surface/forum/all/surface-laptop-swollen-battery/72382dfa-974a-421f-a7fd-c198560dddd2
https://answers.microsoft.com/en-us/surface/forum/all/surface-book-battery-swelling/4b44f58f-257d-4a23-9b99-fb35543bee49

Sincerely,

*********************
Business Response
Date: 09/16/2022
Dear *********************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau. As stated by our agent your device is well out of warranty and the issue at hand is not specific to the device. If you wish to move forward with an out of warranty repair, you may follow the steps on the sites below:

(https://support.microsoft.com/en-us/help/4023527/surface-how-to-get-service-for-surface)
(https://support.microsoft.com/en-us/devices)

As the device is out of warranty there will be a fee for the service

Please refer to the snipped quote below from the ********************* Hardware Warranty,Section 6, part (d) and Section 7, part (f):
Subject to your local law (which may include the ******************), if your Microsoft Product malfunctions after one year (or other time in Section 2) from the date of original purchase or if your Microsoft Product is otherwise excluded from this Warranty,Microsoft may charge you a fee for its efforts (whether successful or not) to diagnose and service any problems with it.

(https://support.microsoft.com/en-us/help/4089871/info-about-warranties-extended-service-plans-terms-conditions)

Sincerely,

Microsoft Corporation
Initial Complaint
Date:09/02/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I bought a Razer Blade 14 RZ09-0427NEA3-R3U1 gaming laptop from Microsoft on august 17th (order number ZJ51336749), it was delivered to me august 19th through ****** I attempted to use the computer but it wouldn't turn on and wasn't charging so I requested a return with Microsoft. They provided me with a return label and I returned the computer to Microsoft. It was delivered to them on august 22nd and was signed for by Microsoft. It states on their website that it takes Microsoft 3-5 days to refund a customer. However by august 29th I still was not refunded. I called Microsoft on the 29th telling them it says on the *** website, that the device was returned and signed for by Microsoft on august 29th; the phone representative said he would escalate this to a higher team (support request #**********). I received an email on august 30th saying they would update me in 1-2 days however I still haven't been contacted after I have reached out multiple times. Microsoft has been leaving me in the dark, you'd expect one of the biggest companies in the world to care about their customers however I feel not cared about. I assume it was a mess up on their end and maybe their warehouse lost the computer, id still expect them to be so courteous and offer me a refund for their mess up. nonetheless I have not been contacted or anything.
Business Response
Date: 09/08/2022

Hi ******************************************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your laptop return and refund request. We have seen that you already had a previous service request 7007271319
In which the agent stated as follows:
Hello *********,
Thanks for working with Microsoft Store Support.
We escalated your case to our fulfillment team to check the status of the shipment and performed supplementary reviews of your account which may exhibit irregular activity.
We can't share specific details regarding the review, or how we reached our decision to decline your request of refund.
We will use this as an opportunity to improve our processes and prevent legitimate customers like you from an errant closure. We apologize for any inconvenience this may have caused and thank you for your patience.
Please also understand that we keep security checks in place to protect our customers and the quality and integrity of the Microsoft Store platform.
If you have further question, please reply on this email.
Thanks again,

**********
Microsoft Store Support

Your support request number is ********** if you need it.

Sincerely
Microsoft Corporation
Initial Complaint
Date:09/02/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
*** contacted this company several times telling them they have not refunded me in full. I ordered a laptop from them but never got it and was refunded for the laptop but not the express shipping I paid for. They have been giving me the run around for $18 dollars all this time. Seriously. This company is making it impossible for me to simply be refunded $18.14. Ive called multiple times and have been told multiple times I would be refunded after the case was escalated only to ALWAYS get an email saying the case was closed with NO REFUND. Unbelievable, will be contacting my bank about this as well. I will get my money.
Business Response
Date: 09/07/2022
Dear *************************,

Thank you for contacting Microsoft via the Better Business Bureau. After reviewing your recent service request ********** and complaint we are able to confirm we see that our advocate ************** provide you with the correct expectations as we dont have the option to refund the shipping charges, however, you were offered to get the credit added to your account that you can use for future purchases,which was denied.

Please let us know if you want to proceed with the credit. We understand this is not the resolution you had hoped for by we stand by the resolution provided by advocate ******.
Thank you for your patience and understanding, and for being a member of the Microsoft community.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 09/07/2022

Complaint: 17898929

I am rejecting this response because:

Sincerely,

Wynter Cephus
I am not purchasing any other items from you people. You can refund for a missing item but cant refund $18 for shipping that makes NO sense. Unless you guys are going to allow me to use the $18 credit in the Microsoft store period and not just to purchase items from you people I want my money refunded to my CARD or I will do a chargeback with MY BANK.
Business Response
Date: 09/13/2022
Dear *************************,

Thank you for your response. As stated in the previous response through the BBB portal, you were offered with the option to have the credit added to your Microsoft Account which can be used for any future purchase, if you do not wish to have the credit added to it, you can always reach to your financial institution and dispute the charge.
We understand this is not the resolution you had hoped for but we stand by the resolution provided.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 09/19/2022

Complaint: 17898929

I am rejecting this response because: Thank God I did do a chargeback with my bank and they gave me the money back. For anyone reading this I do not recommend buying from Microsoft at all. See how stingy they were over $18? Yikes. Ill be giving them a negative review on other review sites as well. Now you guys can stand on that.

Sincerely,

*************************
Initial Complaint
Date:09/02/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have bought a series x halo limited edition, this Xbox has a specific controller made only for this xbox which is halo. The controller came in broken, I have been calling Microsoft and no one is helping me replacing the controller, it came without the battery cover I called and complained about it and they didnt do anything. The controller been acting up, it moves by it self, I have tried everything in terms of updating and troubleshooting without any success.
Business Response
Date: 09/15/2022

Hello *********************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Xbox controller issues.. A senior member of our Microsoft Team will start an investigation related to this matter and contact you directly. Your new Service request is 7007839999

Sincerely,
Microsoft Corporation.
Initial Complaint
Date:09/02/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Microphone is against Xbox live I have been a faithful customer with ********************** live for the last couple years I have supported them spent a lot of money on buying games and game passes every so often Xbox live keep abandoned people account I think it's unfair and I think it's a scam on how unfair that there is so if someone don't like you or that you plan on life with and they can make up any complaints about you and abandon you that's ridiculous I'm so sick of Xbox live I don't know what to do after all the money that I put into Xbox live if you don't keep abandon people count that is a scam and it's not acceptable and today I'm so tired of this because I've dealt with this before in the past actually for the last 10 times and today I decided to put it into it
Business Response
Date: 09/06/2022
Dear ***********************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding Xbox live. We appreciate the time you have taken to provide your honest feedback regarding the product. Your comments have been recorded and we appreciate your continued support of Microsoft products and services.

Thank you for your patience and understanding, and for being a member of the Microsoft community.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:09/01/2022
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Microsoft has been falsely stealing money from my credit card auto billing twice a month on my **** and once a month on my ***************** I do not have an account with a credit card on my Xbox. My Xbox shows a credit of five dollars. There is no reason for me to be auto billed three charges every month. I have tried to contactThem by phone they have no human beings on the phone to speak to only recorded messages saying to get help online. When I go online I cannot get help because I do not have a Microsoft account without an account they will not chat online at all. My credit card companies tell me there is nothing they can do to prevent future charges. I do not want to be extorted three times a month every month for the rest of my life please help me
Business Response
Date: 09/09/2022
Dear *********************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your unauthorized charges. A senior member of our **************** and Support Team will investigate this matter and contact you directly to work toward a resolution. Your new case number is 7007573549.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 09/11/2022

Complaint: 17813120

I am rejecting this response because:I do not believe they are going to do anything I want the charges stopped on my **** and American Express

Sincerely,

*********************
Business Response
Date: 09/20/2022
Dear *********************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau. After investigating your case **********, we see that our agent was able to remove the auto renewal on the subscriptions. Microsoft considers the issue resolved.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 09/28/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*********************. I am hoping this resolves my issues. Thank you for your help. I hope to not see any more charges on my credit card.
Initial Complaint
Date:09/01/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I provided enough reasons for the refund including the fact that no conversions occurred. This so-called smart campaign service enables click fraud and excessive click rates. Just because the budget was set to $200 doesn't mean I get over charged per click for low quality unverifiable traffic which did not convert to sales as advertised. To summarize it, this smartcampaign is fraudulent. Microsofts so called smart campaigns may be smart for them since it rips customers off but is ultimately stupid for businesses especially a small business A dispute was initiated because Microsofts representatives failed to refund any of the many charges or make adjustments. Also, the regular shopping campaign received no traffic during this time for no apparent reason, which is an effective campaign compared to smart campaigns. Not only was I ripped off from the smart campaign, the shopping campaign was inactive without explanation as a way to undermine my business activity during the end of 2021. After my emails with support representatives, I was offered a refund in writing from an email by one of Microsofts Advertising representatives in January but the companys management refused the offer in May when I attempted to resolve the issue by accepting the settlement offer I received in January. As a result, Im unable to resolve the issue with the company and this will limit my reach to potential customers, even though I was offered a credit on the account by email. Microsoft remains to be arrogant and refuse to accept the possibility of any potential errors in their system or wrong doing, when the general excuse by their representatives is the system determines the costs not them, giving their ad system an excuse to overcharge and underperform.
Business Response
Date: 09/08/2022
Dear *****************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. Please If you have not yet contacted support about this issue, please visit https://support.microsoft.com/en-us or call ************ to receive assistance via chat support.
We will monitor your support case through resolution.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 09/22/2022
Microsoft has failed to resolve the issue as mentioned by there customer support team by email. They failed to reverse half the charges as agreed. They also rejected my store without reason regardless of circumstances. There executives managers dont answer there phone and are afraid to talk to me. They are arrogant and unprofessional.

I demand they accept my store account as it was previously. They have no reason for rejecting my store.
Business Response
Date: 10/03/2022
Dear *****************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. We have contacted a senior member of our Accounts and Billing Team again to investigate this matter and work with you directly toward a resolution. Your new case number is 7008512379 .
We will monitor your support case through resolution.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 10/06/2022

Complaint: 17813125

I am rejecting this response because:
Your executive managers have failed to resolve the problem with me and have avoided my phone calls and didnt return my voice messages to resolve the account and move forward with running ads. Microsoft ads has now rejected my store ads account out of spite, since they wont specify what the reason is from emails with support.
Service Request 7008579873
Service Request 7004562745
Service Request ?? 7005421095

Re: Service Request ********** - Credit was offered

Sincerely,

*****************************
Business Response
Date: 10/14/2022
Dear *****************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. After reviewing your complaint and recent service request (SR ***************** we see that a Microsoft Advertising Support Specialist ******* contacted you regarding your grievance last communication on October 6th with the following resolution: "During our conversation, we have discussed that you store will remain inactive based on the investigation. For privacy and security reasons, we cannot provide details around your specific store, but the store was determined to be non-compliant or high risk to other customers or advertisers, as stated in our Editorial Guidelines, Merchant Store Policies, and Terms of Use. I understand that this might affect your business and as much as I would like to help you,we are unable to provide the specific reasons and any workaround for the issue.In this case, I am hoping for your kind understanding.

If you have questions or if you wish to discuss this further, please feel free to reply to this email. You may also contact our US based support team at ************** between MonFri: 6 a.m. to 6 p.m. PT for accurate response."

We are truly sorry knowing you are not satisfied with the resolution provided.

Microsoft now considers this cased closed and will no longer be responding.

Sincerely,
Microsoft Corporation
Initial Complaint
Date:09/01/2022
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have been charged $75 for a Microsoft 365 that I did NOT subscribe to. I tried nearly all afternoon to reach someone to talk to and all I got were recordings. Even online when I tried to get help they wanted more money and my credit card information. My place of employment ******************************* uses Microsoft instead of Outlook Email now but I did not sign up for anything. If. My employer uses this why /am I being charged. I am FRUSTRATED that they were unreachable and I want that $75 back! Thanks, **********************
Business Response
Date: 09/07/2022
Dear Peaches Wytch,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. We have contacted a senior member of our Accounts and Billing Team again to investigate this matter and work with you directly toward a resolution. Your new case number is 7007489697.
We will monitor your support case through resolution.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 09/08/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

Peaches Wytch

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